Sr. Director of Customer Operations

Position Summary

AGSE Tooling is seeking a strategic and results-driven Sr. Director of Customer Operations to lead our commercial operations function and drive excellence in customer experience, contract management, pricing strategy, and operational execution.

This leadership role serves as a critical link between Sales, Operations, Finance, Engineering, and Customer Service, ensuring customer requirements are translated into profitable and executable business solutions. The successful candidate will oversee customer service operations, contract administration, pricing strategies, commercial risk management, and customer-facing processes that support growth and profitability.

This is an opportunity to make a significant impact within a growing aerospace tooling and ground support equipment organization serving airlines, MROs, OEMs, and aviation customers worldwide.

Why Work Here

• Lead a critical function that directly impacts revenue growth, customer satisfaction, and profitability

• Partner with executive leadership on strategic business initiatives

• Influence pricing, contracts, customer experience, and commercial operations strategy

• Work with global aerospace customers, OEMs, MROs, and strategic suppliers

• Lead a team focused on operational excellence and continuous improvement

• Opportunity to build scalable processes and systems that support company growth

• Join a growing organization where your leadership and ideas make a measurable impact

Key Responsibilities

1. Customer Operations Leadership

• Lead and oversee customer service operations, including quote management, order processing, and customer support activities

• Develop and improve commercial processes that enhance customer experience and operational efficiency

• Establish KPIs and performance metrics to measure customer satisfaction, responsiveness, and operational effectiveness

• Drive continuous improvement initiatives throughout the customer operations organization

2. Contract Management & Commercial Risk

• Draft, review, negotiate, and manage customer and supplier contracts

• Oversee purchase agreements, terms and conditions, NDAs, service agreements, and other commercial documents

• Manage the full contract lifecycle, including execution, change orders, renewals, compliance obligations, and closeout activities

• Identify and mitigate commercial, legal, operational, and financial risks within contracts and proposals

• Support dispute resolution and contract claim management in partnership with leadership and legal counsel

3. Pricing Strategy & Profitability

• Develop and maintain pricing models and commercial frameworks aligned with business objectives

• Conduct margin analysis, profitability assessments, and pricing evaluations

• Analyze market trends, customer data, and competitive positioning to support strategic pricing decisions

• Partner with Sales and Business Development teams to maximize growth opportunities while protecting profitability

4. Cross-Functional Leadership

• Collaborate with Sales, Engineering, Operations, Supply Chain, Finance, and Quality teams to ensure customer requirements are successfully executed

• Support proposal development and contract reviews for new business opportunities

• Ensure technical, delivery, financial, and contractual requirements are properly flowed through the organization

• Maintain compliance with customer requirements, industry standards, and company policies

Qualifications

Required

• Bachelor's degree in Business, Operations, Supply Chain, Finance, Law, or related field

• 10+ years of experience in customer operations, commercial operations, contract management, sales operations, or related leadership roles

• Experience negotiating complex commercial agreements and managing customer contracts

• Strong understanding of pricing strategies, profitability analysis, and commercial risk management

• Experience working in manufacturing, aerospace, defense, aviation, or industrial environments

• Strong business acumen with the ability to balance customer needs and business objectives

• Exceptional communication, leadership, negotiation, and relationship-building skills

• Experience leading teams and driving organizational change

• Strong analytical and problem-solving capabilities

Preferred

• MBA, JD, or advanced business degree

• Aerospace tooling, aviation, MRO, or ground support equipment industry experience

• Experience working with OEMs, Tier 1 suppliers, airlines, or aviation service providers

• Familiarity with ISO 9001:2015 manufacturing environments

• Experience interpreting engineering, procurement, and technical documentation

• Experience supporting government or defense contracting environments

What Success Looks Like

• Improved customer experience and customer satisfaction metrics

• Efficient and scalable commercial processes that support company growth

• Reduced commercial risk through effective contract management and compliance

• Improved profitability through strategic pricing and margin management

• Strong collaboration between Sales, Operations, Finance, and Customer Service teams

• High-performing customer operations team with clear accountability and measurable results

• Successful execution of customer agreements and contractual obligations

Compensation & Benefits

• Base Salary: $150,000 - $190,000

• Bonus: Up to 20% discretionary annual bonus

• Medical, dental, life, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Tuition reimbursement

• Employee Assistance Program

• Career development opportunities

Compensation is based on experience, education, and qualifications.

Work Environment

This role is on-site in Cincinnati, Ohio 45215. Occasional domestic and international travel may be required to support customer meetings, contract negotiations, industry events, and strategic business initiatives.